Fog Hashing's after-sales service policies are customized by country and region to minimize user costs and address product-specific needs.
Warranty
Fog Hashing Pte. Ltd., or its designated agent (hereafter referred to as "the Manufacturer"), offers a one-year warranty for the entire device, covering:
1. Warranty claims must be initiated by contacting after-sales service at service@foghashing.io with detailed failure descriptions and visual evidence.
2. The Manufacturer shall devise a repair or replacement plan within 14 days, in consultation with the customer.
3. For self-repairable faults, the Manufacturer will supply necessary parts at no cost, including guidance for repairs.
3.1 Such faults include, but are not limited to, non-user-caused damages like oil pump failure, control circuit malfunction, sensor failure, screen damage, or minor pipeline interface leakage.
3.2 Upon receiving the parts, customers shall perform the repair following the manufacturer's instructions or remote guidance.
3.3 Both parties shall confirm via email that the issue has been resolved.
4. If self-repair is not feasible, the Manufacturer shall arrange for a replacement device and manage the return of the faulty device.
4.1 The Manufacturer shall confirm with the customer the parts, return address, shipping costs, and estimated repair time.
4.2 Shipping costs for sending the device shall be borne by the Manufacturer, while return shipping costs will be the responsibility of the customer.
4.3 The Manufacturer shall simultaneously send a replacement device. Upon receiving the new device, the customer shall return the original faulty device, or the Manufacturer has the right to request destruction in compliance with local regulations.
4.4 After repairing or replacing the device, both parties shall confirm via email that the issue has been resolved.
5. Exceptions to these warranty provisions may apply under specific circumstances.
Warranty Exclusions
The warranty does not cover:
1. Exceeding the warranty period;
2. Damage due to incorrect usage or maintenance as specified in the manual (e.g., damage due to an external circuit short causing internal power supply damage);
3. Harsh operating environments (e.g., temperatures beyond specified ranges, ingress of water or sand, circuit board shorts, etc.);
4. Wear and tear from normal use or intentional damage (e.g., bending, deformation, chipping paint, cracked screens, etc.);
5. Damage caused by the use of unofficial or non-recommended coolant;
6. Damage caused by force majeure (e.g., floods, lightning strikes, fire, etc.);
7. Faults due to unauthorized modifications, disassembly, or repairs;
8. Damage from abnormal use.
Spare and Missing Accessories
1. If customers find missing parts compared to the shipping list upon receipt, the Manufacturer shall be responsible for resending the missing parts free of charge. If customers lose parts due to their own reasons or need additional parts for other reasons, they should contact the Manufacturer to confirm the needed parts. Customers will be charged the cost price and actual postage, which the Manufacturer shall handle.
2. As part of the spare parts policy, Fog Hashing shall provide 1-2% of critical electrical components with the shipment, according to the engineering project contract.
Return & Refund
Customers may return products within 30 days of receipt but must cover return shipping costs. Returns are not accepted after 30 days. The return process is as follows:
1. To initiate a return, the customer must contact service@foghashing.io, including a refund request and account details.
2. Refunds will be processed excluding original shipping costs. The Manufacturer will supply a return address and suggest preferred logistics providers.
3. Customers are required to return the product with a traceable shipping method.
4. Upon receiving and evaluating the product for any damage or operational issues, the Manufacturer will issue a refund within seven business days.
5. The refund process is deemed complete once the customer acknowledges receipt of the refund.
Limitations of Liability
IN NO EVENT SHALL FOG HASHING, ITS OFFICERS, DIRECTORS, AGENTS, JOINT VENTURERS, EMPLOYEES, AND SUPPLIERS, OR OUR PARENT BE LIABLE FOR LOST PROFITS OR ANY SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR IN CONNECTION WITH OUR PRODUCTS OR SERVICES, EXCEPT AS EXPRESSLY PROVIDED IN THIS AGREEMENT.
